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Measure Duration of Status and Custom fields in Business hours

Answered


Posted Nov 22, 2023

Simply put, since we're not 24/7, we need to be able to measure time in business hours. We use custom fields to capture the status of an issue within open, pending and on hold statuses. I need to know the time spent in each status, and within each status, the duration of the custom fields. For example:

Open:

  • Work In Progress
  • Work submitted

Pending:

  • Pending approval

Open:

  • Approved, setup in progress
  • Support in Progress

I need to know how much business time was spent in each ticket status and then in each custom field status. Calendar days does not equal effort, I can't use it as a metric for my staff. I can't use it to pin-point bottle-necks, and I have no data to back up my process improvement requests.

Yes, custom ticket statuses exist, but they would need to be group level/specific. Otherwise my tech staff will need to scroll through endless sales specific statuses and vice-versa.

And I still need to measure it all in business hours.

 

 

 


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9 comments

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Shawna James

Community Product Feedback Specialist

Hey Carmelo, thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

2


We need this as well.

1


This feature is what we're looking for as well.


We have a custom metric measuring Median Response Time / duration between status changes when an end-user replies. However, it can only measure in Calendar Hours since it's a custom metric.

This would be more accurate for us than just looking at the native First Reply Time in Business hours.

1


Very much needed.

0


image avatar

Eugene Orman

Zendesk Product Manager

Thank you for sharing this feedback. I understand how reporting on business hours instead of calendar hours can improve your analyses.  

Implementing this functionality is technically very complex. It is something we can consider in future but we will not be able to add this feature to our roadmap this or next year. Please keep sharing your use cases and voting for this post if this functionality is important to you.

0


Hi Eugene Orman, thank you for taking note of this issue and replying here.

Having said that, I'm disappointed with your response. This feature is fundamentally critical to just about any business which functions on varying schedules and/or custom statutes. That would be a significant subset of your Enterprise customers, as two of the main reasons organizations turn to this package would be (1) the ability to build and report on discrete workflows for different brands within that organization and (2) the ability to manage those workflows more efficiently in non-standard support setups using custom statuses (and other fields). 

I do understand why it's a challenge to rearchitect something this fundamental from a technical standpoint, but frankly, this is something Zendesk should have recognized in its product research several years ago. I complained about this issue back when Gooddata was still an add-on to the product suite, and I was not the only one. 

The most frustrating part of this problem is that, from our efforts so far, it appears we can't even create a reporting workaround through a different BI tool, since the issue is baked into the data coming from ZD at a fundamental level. 

If I'm wrong about that - for example, if anyone on your team does know of a way we can manipulate raw data to get an approximation for time between events in business hours - I would absolutely love to know what that strategy might be. 

0


Hannes Bez 

 

We actually do a calculation of business hours in DOMO, a 3rd party platform that we use for company-wide data analysis and reporting. Basically, we provide a business hours schedule (including holidays, which needs to be maintained), then subtract those hours from the calendar hours reported by Zendesk. Unfortunately, I'm not the DBI expert, so I don't know the exact formula we're using. Just mentioning that it is technically possible, but extremely difficult.

 

One thing that threw us for a loop is the timestamps from Zendesk. Timestamps shared through the DOMO/Zendesk integration are in UTC, while the default time zone in our Zendesk is ET.

 

Agreed that while difficult, it is still critical, and the business hours calculation already exists for SLA metrics.

0


We need feature too, please

 

0


Yes, please count us in too.  We need this ASAP!

0


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